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Business Profile

Vacuum Cleaners Repair

Morrell's Vacuum and Appliance Service
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:02/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We brought our power head vacuum for our central vac to Morelle's Vaccum @ 3050 Portage Ave. on April 19.

    They kept the vacuum for 4 days, when we didn't receive a call back, we phoned to enquire about our power head. We were told that we picked it up. We explained we did not pick it up and they still had it. They called us back later that day and we picked up the vacuum head.

    At that time the rep explained that it was the motor and it would be *** for parts plus labour. And suggested we get a new power head. They sold us the same model.

    After bringing the new head home, we tried using the vacuum head and it did not work. We called Morell's and explained the problem.

    We were told to hit a reset button on the new power head. It started working. Since they were the same model we tried hitting the reset button on our original power head and it started working.

    We called Morell's back to ask why they did not suggest that to being with and how we are going to find a solution. The owner (father) ******* ** **** *** **** ***** * ********* **** * ***** ** ******** *** ** *** ******** ********** ****** *** *** ****** ******** ******* ** then hung up ** **.

    10 mins later the son called and proceeded to tell me we did not leave the vacuum there and he told us an inspection fee was *****. However, they never mentioned that when we dropped it off or picked it up, just that a new motor would *** plus labour. I tried to explain we did pick it up and that I would filing a complaint **** *** *** *** *** ******** ********** ******. *** *** **** * *** * ***** I offered to get my partner on the phone so we could discuss. However when I asked for a name and phone number, he rattled off a number so quickly and when I asked what the last 4 digits were and his name he hung up. *** ********* ** **** ** ******* ** ******* **** * ***** ***** *** ** *** *** *** *** ********* ********** *******

    Business Response

    Date: 19/04/2024

    We were dealing with Gabriel's partner and mother to begin with. Gabriel was not present until the day he called threatening that he would complain. Gabriel's partner was the first interaction, coming into our store requesting to look at her mother's powerhead. As which the son at the store working there, explained a deposit of $***** to look into the issue. Gabriel's partner explained she would need to speak with her mother first. Days go by and the mother calls asking where her powerhead is. To which the son of the store owner explained the situation (to contact the mother about the deposit fee) and advised to call her daughter. We received multiple calls about her asking about the powerhead, after explaining the day before to talk with her daughter, for some reason she believed the powerhead was at the store once again. ** the mother *** * ***** ** *** **** ** ******* ** *** ****** ***** ***** *** was explained on multiple occasions including the day before being explained of the situation. Eventually the mother and her daughter both come into the shop, as they suspect the issue to be a motor problem. They were explained that it could be a possibility and was given a rough estimate for the cost to have it fixed. A lot of times when the motor is shut off and needs to be reset, it is because of a bad motor, this can also occur with brand new powerheads getting caught into different elevations like area rugs and such. The motor needs to be broken into to avoid these problems. The mother and daughter made their decision to purchase the powerhead instead of paying the initial deposit of $***** to look into their old powerhead. The, the mother called with the issue the new powerhead wasn't working after a day of purchase, as instructed the reset button would need to be initiated to have it up and running again which was a success. This is when Gabriel first came into this situation. *********** *** **** ** **** ** ********* ** *** ********* **** ** *** **** ** *** ****** **** ***** ***** **** ******** *** *** ******* ** *** *** ******* ** *** ***** ***** ** ********* *********. Which she replied that she will talk to him, she understood and remembers our interaction since we were dealing with her from the very beginning. As Gabriel complained and was trying to inquire about information. He was told that another call was on the line and frankly dealing with someone who is a bystander, not being part of the issue was not in our best interests when we are a business dealing with other customers. As the son of the store owner was finished dealing with his customers, he was called back to inquire about his questions and to reason, which ended up with Gabriel not picking up. **** ******* ********** ******* ********** ** *** ******** ** *** ** ** **** ****** *** ** *** *** ****** **** *** *** ******* *** ********* ** *** ******** As written on the bill, all sales are final. There is no refund to be given. Thank you.

    Customer Answer

    Date: 19/04/2024

    ****** ** ****** ** ** ********* *** ** *** **** ** *** **** ****** ** ** ****** ******* * **** ******* ** **** ** ****** ********* *** ***** **** *** ***** * **** ******* *** *********** ** *** ***** * **** ******

     

    ** ********* ** *** **** ** **** ***** ******** ***** ** *** ***** ** ** ** *** ***** ***** ** *****


    I would like to follow-up on a couple of issues in their response. In addition to the four that I have already sent.


    1. They did not indicate that there was an inspection fee.


    2. It was my partner that left the vacuum head with them and picked it up (I was present for pick-up).


    3. ** ******* *** *** ******* ** ** **** **** *** ** *********** **** * ******** ******. My mother is still quick witted, detail oriented and very organized. ** ***** **** *** ** *** *** *** ****** ****** ** ****** ** *** ****** *** ** ***************


    4. When the son called me a liar about leaving the vacuum head there, I offered to have a conference call with my partner to confirm the information. The son declined.


    5. The son at the business did not say he was on the other line or with anyone, he just ****** stated that he was busy.


    6. When I requested his name and number so that I could call back, he refused to provide either and hung up.


    7. They did attempt to call where I did not pick up, because I was on the line **** *** ********* ********** ****** ****** ******** ***** ** ** *** * ****** ** ****** ** **** **** ******* - I had already put that call on hold to speak with the son the first time and I was not going to do it again when he called a second time 5 minutes later.



    8. They called my partner **** * ********* *** trying to convince her that I should not get my mom to dispute the purchase with *********** ** ******* *** ******** ********** ****** ** *** *** ** ** ***** ** ****** *** *****


    * **** ***** ** *** ***** ************ **** *** ******* *** *** *** ********* ********** ****** *** * ******** **** *** ***** ** *** ******** **** *** *** **** **** ** ** *** ****** ******** ** **** ** ** *** **** *** ********** ** ********* ** ** ******* **** * **** ******** ***** ** ************* *** **** ** ********* *** ******** ********* ***** * ** ** ** ******** **** ** *****


    If there are any questions, feel free to ask. My number is *************


    Thank you,
    Gabriel *********

    Business Response

    Date: 22/04/2024

    I don't see the reason to repeat myself again. **** ** **** * ************ **** ****** ** *** *** ***. Gabriel was never part of any transactions or conversations until his partner and mother left with a new powerhead. Dealing with this is * ***** ** ** **** *** absurd when Gabriel is not even a customer to our business. Instead of paying the fee to look at the powerhead, the two women decided to buy a new one. 

Morrell's Vacuum and Appliance Service is BBB Accredited.

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